I buy and do most of my non-grocery shopping on ebay. I think we've all been there, we buy something new and there's anticipation, an excitement, like a child with a new toy. Let me set the scene:-
You eagerly await the postman's knock. Upon receiving your parcel you get frustrated by how well packaged it is bound by layers of 2 ˝ inch wide brown tape. You manage to un-wrap your item and either disappointment or increased excitement greets you…
So what factors can change the consumer's enjoyment of a product at each stage? I sell e-books on disc so here's what I do……
Obviously your customers will expect to receive their product within a certain time frame. Auto delivery products are obviously no problem, but physical products need to be shipped promptly. I always deliver my digital products first class.
The product needs to arrive in one piece and it's not worth risking your customers experience by delivering a product in good time only to find a disc in eight or so pieces. Pack your product well. I use DVD cases for my CD ROM's packed in a good padded envelope; the extra expense is well worth the piece of mind. Keep the referred delivery cost to a minimum and don't rip customers of with postage and packaging.
When your customer receives their eagerly awaited product they may be disappointed to find a blank case with a CD inside with the name scribbled in disc marker pen. Adorn your product with a well labelled well presented sleeve and use printable discs and get a disc printer for your CD's. You have to be present your product in a professional manner. Your customer's experience should continue to be good.
Now don't let the experience slip at this stage!
I include a courtesy slip and I think it's also a good way to promote your website or companies other products and again it gives that professional sheen.
I use auto execute script and a well presented greeting screen and navigation links to sub screens so when my customer's place their…. on time…. undamaged…. well presented disc in their computer, it leads them nicely onto their product.
As some people will tell you, and hopefully your clients will agree…………………
